Member Support Associate

**About the job**

Habyt is the largest flexible housing company globally, with a mission to provide access to housing anywhere, for everyone. We develop and manage beautifully designed, community-driven and technologically empowered living spaces to create a modern living concept. Our portfolio has reached 30,000 units in more than 50 cities spread across 3 continents.

As the Member Support Associate, you play a balancing act between being the “Voice of the Member” and being a Habyt Ambassador. You bring the best level of professionalism and service around everything they interact with Habyt, without taking away the sense of community. You are the link bridge between members and internal stakeholders such as the Sales, Operations and Finance team.

**Role Objectives**
- Increasing member retention: More renewals / less churn, longer duration stays, better occupancy and revenues
- Assist in building and implementing processes that measure and improve our member NPS scores
- Work cross functionally across the Habyt organisation to provide a seamless member experience
- Helping us position our product as more of a “living solution” than a real-estate leasing offering

**You will be responsible for**:
Welcome and Onboarding:

- Greet new members, provide orientation to the property, and ensure a seamless move-in process
- Brief members about what they can expect from a Habyt stay and ensure they have all the information they require to get settled in
- Connect new members to the relevant Habyt apps
- Ensure new members are plugged into the Habyt community, encouraging connections with other members
- Act as the brand guardian to the community, promoting the Habyt way of living

Seamless Move-in/Move-out:

- Take charge of the move-in procedures ensuring that our members are welcomed into a space that is in-line with Habyt brand guidelines
- Take charge of the move-out procedure of our members in close coordination with the Operations team

Member Feedback:

- Collect, report and use member feedback to generate ideas and improve our services and living experience

Customer Support and Service Requests:

- Act as a the first point of contact for members’s queries, concerns and requests, promptly resolving any issues or escalating as needed.
- Encourage members to utilise the Habyt app and guide them on how to use it
- Work closely with Operations team to resolve maintenance issues and resolve service requests
- Ensure buildings are well maintained and clean

Health & Safety:

- Ensure members are aware of and adhere to health and safety protocols.
- Work with Operations to ensure compliance to policies and processes which ensure the safety and security of our members

Member Engagement:

- Foster positive relationships with members
- Track and measure member engagement
- Curate member experience and engagement in a cost-effective way

Community Building:

- Organize and manage community events, gatherings and workshops to enhance member interaction and well-being

Collaborate internationally:

- Work closely with Global Member Services team to curate and host a range of events for members
- Communications
- Keep members informed about property updates, events and relevant community news through various communication channels.

**The skills, attitude and experience we require are**:

- A minimum 1 year of relevant experience in hospitality, co-working, co-living, community or sales management
- A passion for working with people, and an ability to communicate effectively with diverse personalities and cultures
- A strong inclination for hospitality and a service mindset
- Experience in working with cross-functional teams
- Strong project management skills and the ability to complete tasks
- Experienced working in a multicultural environment
- A hands-on and lead-by-example, highly detail-oriented and has excellent cross-team communication skills